Associate Director, Client Success

Software Finder•201 District, VA

2d•Onsite

About The Position

The Associate Director – Client Success is a strategic leadership role responsible for designing, scaling, and optimizing the Client Success operating model across the organization. This role goes beyond execution and focuses on building systems, structures, and strategies that drive predictable client outcomes, retention, and expansion. You will partner closely with senior leadership to define the future of client success, while ensuring operational excellence through strong leadership of the Client Success organization.

Requirements

8–12+ years of experience in Client Success, Account Management, Customer Experience, or related roles (preferably SaaS, B2B services, or digital platforms)
Proven experience in building or scaling a Client Success function, not just managing one
Strong strategic thinking with ability to connect client outcomes to revenue and business growth
Deep understanding of client lifecycle management, retention economics, and expansion levers
Hands-on experience with CRM systems (HubSpot preferred) and data-driven decision-making
Strong leadership experience managing managers or large cross-functional teams
Excellent communication skills with experience in executive-level reporting and stakeholder management
Highly analytical, structured thinker with strong problem-solving and systems-building capability

Responsibilities

Define and evolve the end-to-end Client Success strategy across onboarding, adoption, retention, and expansion
Design scalable operating frameworks aligned with business growth goals and client lifecycle maturity
Translate company-level revenue and growth objectives into Client Success OKRs and execution models
Continuously refine the segmentation strategy for clients (SMB, Mid-Market, Enterprise or equivalent tiers)
Lead, coach, and scale Client Success Managers and Senior Managers
Build a high-performance culture focused on accountability, client outcomes, and proactive engagement
Define team structure, capacity planning, and future hiring roadmap for Client Success
Develop next layer of leadership within the function (succession planning and capability building)
Own the design of lifecycle journeys (Onboarding → Activation → Adoption → Retention → Expansion)
Partner with Business Development and Product teams to improve client value realization and revenue expansion
Identify systemic drivers of churn and expansion and build structured interventions
Ensure Client Success contributes measurably to retention, upsell, and long-term client value
Own the strategic architecture of HubSpot for Client Success (data model, lifecycle design, reporting structure)
Ensure CRM is fully optimized as a decision-making system, not just a tracking tool
Build scalable dashboards for leadership visibility into client health, risk, and revenue impact
Drive automation strategy in partnership with Enablement and Operations teams
Define success metrics across the entire Client Success function (retention, NRR, activation, adoption, health scores)
Deliver executive-level insights and recommendations to VP and C-level leadership
Identify trends across client cohorts and translate them into strategic action plans
Lead forecasting inputs related to churn risk and expansion opportunity pipelines
Work closely with Sales, Product, Marketing, and Operations to align on client lifecycle execution
Partner with Sales leadership on smooth post-sale transition and expectation alignment
Influence product roadmap based on client feedback, usage trends, and churn analysis
Collaborate with Marketing on client communication, education, and engagement strategies
Act as final escalation point for high-impact client issues and strategic accounts
Identify systemic issues behind escalations and eliminate root causes
Ensure high-risk accounts are managed through structured intervention frameworks
Build preventive mechanisms to reduce escalation frequency over time